1. Describe the four elements of the FISH! philosophy of great customer service.

2. Explain ideas for applying the FISH! philosophy in your workplace.

Fish-ho.doc

Page 5

FISH! Stories

Think of a time when you were a customer at a government agency or business establishment of some kind, and were treated in a playful, respectful, energetic, up beat, and engaging way by the service person. (If you can’t think of such an experience, try to imagine one.)

1. How did it make you feel?

2. How did it affect the interaction you had with the service person?

3. What impression did it create for you about the organization?

4. What adjectives would you use to describe the experience?

Fish-ho.doc

Page 6

The FISH! Philosophy (a.k.a. The FISH! List)

• Play

It’s about having fun, enjoying yourself, being spontaneous and creative. Life is too short to spend it frowning and FISH! brings a smile to your face.

• Make their day

It’s about doing something special for your customers and your co- workers (who are your customers too). When you make someone’s day you have given them a special gift they won’t soon forget. It feels good to give it.

• Be there

It’s about being totally focused on the moment and on the person or task with which you are engaged. When we are fully present with our customers and with each other, we are listening deeply and important opportunities do not escape us.

• Choose your attitude

It’s about accepting full responsibility for all of our choices, even our attitude at work. A positive attitude is a decision we make, moment to moment.

Fish-ho.doc

Page 7

Videos Teach Fun at Work:

Morale and Retention Rise at Some Businesses

Fishmongers in Seattle Inspire Business Executives

To put it simply, their job stinks.

The fishmongers at Pike Place Fish Company spend much of their day tossing salmon, monkfish, and clams across the counter at each other. But the head of a corporate training video company is convinced employees of other companies can learn a lot from these guys.

John Christensen, CEO of ChartHouse International Learning Corporation in Burnsville, Minnesota, made the “Fish!” training videos based on the passion the fish-flingers have for their work and how that translates to the bottom line: increased productivity, higher quality, and happier employees.

What’s their secret?

“We’re committed to having fun. If you’re not committed to that, you’re fired,” joked Pike Place Fish Company manager Dick Yokoyama.

Other corporations are buying into the concept that work and play don’t have to be separate worlds. Nordstrom Inc., Boeing Co., Sprint Corp., and McDonald’s Corp. have all used the Fish! videos, and employees at Pike Place Fish have been guest speakers at software makers, airlines, and research companies.

Some find it odd that fishmongers who work in galoshes and bright orange rubber pants can inspire business executives clad in suits and ties.

“We’re typical guys,” said Anders Miller, 24, who has been throwing fish for seven months. “When did we become motivational speakers? I don’t even do my laundry.”

In 1997, during a visit to Seattle, Christensen discovered Pike Place Fish Company. He saw the fishmongers full of energy and joking with a cheering, laughing crowd. They attacked children with crawfish, handed

Fish-ho.doc

Page 8

out samples of crab legs, and showed off their tossing skills with products needing to be weighed and wrapped.

But it was their consistently good spirits that took Christensen off guard. “The passion and the wholeheartedness—I was mesmerized,” he said.

As he left, he started thinking: Could he create this environment at his own company and for businesses around the world? Christensen spent most of the next year creating the video of the fishmongers and their advice on how to create a good workplace attitude.

The 17-minute video costs $595, which includes a guide, workbook—also referred to as the “playbook”—and the price of licensing of the use of the film.

It centers on four simple concepts: choose your attitude, play, make their day, and be there.

“It’s hitting people and striking them in a new way, shedding a new light on wisdom we know,” Christensen said.

The fishmongers admit the four steps aren’t necessarily easy.

“We do more than that,” Yokoyama said. “It’s a hard job, hard work.”

The video led to the sequel “Fish! Sticks” and “Fish! Tales,” which features

a series of companies explaining how Fish! has changed their business.

After Sprint managers watched the Fish! video, for instance, the company installed televisions in its call centers, put a pool table in the break room, and a manager started dressing up like Elvis on occasion—all of which have increased its retention rate, the company says.

The videos’ success has also spawned a book, workshops, an apparel line, and Pete the Perch—a small, brightly colored stuffed fish.

Source: Mia Penta, The Associated Press, in the Salem Statesman Journal, February 3,

2001.

Fish-ho.doc

Page 9

FISH! School

In an attempt to prompt some discussion—to get your reactions and observations about FISH!—here are some general questions to ponder. (Yeah, ponder, that’s the ticket. This is kind of like being a part of a school of fish in a fishpond.)

1. What is the source of the energy we feel in the fish market?

2. This is a highly successful market. To what do you attribute that success?

3. What do you see in the fish market that you wish you had at your place of work? Why?

4. Have you encountered anything similar to this fish market? What?

5. Is there any part of your work life that is similar to the fish market? What?

6. If your organization decided to be more like FISH! what concerns would you have?

7. The fish market is an energetic workplace. Some workplaces are dead. Any thoughts?

Fish-ho.doc

Page 10

FISH! Assignment

1 - Discuss & list examples & experiences

2 - Brainstorm & list additional ideas

3 - Decide how you want to present your “work”

4 - Create a flip chart

5 - Come up with a group name

Fish-ho.doc

Page 11

FISH! Food—The Movie:

Play!

What seem to be the benefits of a creative, playful work setting, especially in the area of customer service?

Can you remember a time when you were having so much fun you lost track of time?

One of the fish mongers said that any job can be boring if you make it boring, and any job can be fun if you make it fun. What are some ways you make your work fun for yourself or your customers? What else could you do?

Fish-ho.doc

Page 12

FISH! Food II—The Sequel:

Make Their Day!

Think of a time when someone told you that you made a difference for them, that you made their day. What was the situation, and how did it feel?